Continuous Improvement Customer Service

Deborah Thayer

Crystal River, FL ***** ********@*******.***

PROFESSIONAL

SUMMARY

Dynamic Claims Manager with a proven track record at American Family Insurance, enhancing customer satisfaction and streamlining claims resolution. Expert in claims analysis and policy interpretation, coupled with exceptional team management and motivation skills. Achieved significant improvements in organizational effectiveness and fraud minimization, fostering a culture of continuous improvement and meticulous attention to detail. SKILLS • Claims analysis

• Policy interpretation

• Claims investigation and research

• Procedure implementation

• Planning and organization

• Team motivation

• Team management

• MS office suite

• Performance monitoring

• Expense control

• Insurance policy review

• Insurance regulations

• Teamwork and collaboration

• Customer service

• Problem-solving

• Insurance policy knowledge

• Time management

• Attention to detail

• Multitasking

WORK HISTORY CLAIMS MANAGER 01/2007 to 06/2024

American Family Insurance Madison, WI

Collaborated with other departments to improve overall organizational effectiveness in addressing client needs.

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Enhanced customer satisfaction with timely and accurate claims resolutions.

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Streamlined communication between adjusters and clients, expediting claim resolution times.

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Implemented quality assurance measures, monitoring staff performance and providing constructive feedback for continuous improvement efforts.

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Managed a team of adjusters, providing coaching and performance feedback for improved productivity.

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Documented and communicated timely claims information while supporting accurate outcomes.

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Developed training materials to ensure consistent handling of claims across the department.

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Implemented fraud detection measures, minimizing financial losses due to fraudulent activities.

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Mentored new hires on company policies/procedures enabling them to quickly become proficient in managing claims.

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EDUCATION Business 06/1984

David Hale Fanning Trade, Worcester, MA

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